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About the Role
This role is a six-month fixed-term contract within the Operations Team, focusing on customer service. You will be responsible for resolving member queries and complaints, ensuring every interaction reflects The Gym Group's brand. The role is fast-paced, requiring effective management of competing priorities and quick learning.
Responsibilities
- Responding to member queries and complaints across live chat, ticketing systems, and social media channels with speed and care.
- Delivering excellent member experiences that reflect our service standards and brand tone of voice.
- Meeting KPI targets for response times, resolution rates, and communication quality.
- Participating in our Quality Assurance process to help maintain consistently high standards across the team.
- Escalating sensitive or complex issues to the Team Leader proactively and professionally.
- Engaging with prospective and current members online in a positive, on-brand way.
- Supporting the Team Leader with ideas to improve processes and team efficiency.
- Handling member data responsibly and in line with GDPR requirements.
Requirements
- Experience in a customer service or contact centre role, handling queries across multiple channels.
- Strong written communication skills, with confidence in adapting tone and style for different situations.
- A track record of working to and meeting KPIs or performance targets.
- Strong organisational skills with the ability to manage a varied workload and multiple tasks simultaneously.
- A proactive, positive attitude and confidence to both take initiative and ask for help when needed.
- Comfortable working flexibly across a variable shift pattern, Monday to Sunday, 8am to 8pm.
Skills
- Customer service
- Written communication
- Adaptability
- KPI management
- Organizational skills
- Time management
- Proactiveness
- Teamwork
Location
- Hybrid - Clapham Junction
- Remote
Work Type
- Fixed-term contract
- Hybrid
- Full-time
Experience Level
- 6-month fixed-term contract
Salary/Compensations
- £28,579.12 per annum
About the Company
- The Gym Group is a leading gym company, the 2nd largest by membership in the UK and 4th in Europe.
- We foster an environment where employees can #BeYouWithUs and perform to their best.
- We hire individuals with passion, positivity, and enthusiasm.
- We actively invest in our employees, providing flexibility and support for them to thrive.
Equal Opportunity
- Actively encourage applications from a diverse demographic.
- Passionate about culture and value alignment.